In the past few years, the trend of joining a call center after appearing an intermediate level has grown dramatically. [break] These call centers have not only opened the door to students for money power but have also changed their eating and sleeping patterns.
Call centers usually work for business houses and provide customer service, close sales, process orders, or share information with callers. Depending on the needs of the company, call centers can make either incoming or outgoing calls. An employee at a call center is required to make calls for specified companies either selling products or answering customer queries.
Most of such centers require ability to speak English soundly because they work for foreign companies. Therefore, most call centers offer training and orientation classes that run for several weeks involving lots of practice and test calls.
However, the knowledge of language is not the only skill required, you have to have the ability to persuade people. “Because you are selling things, you have to possess persuasive skills,” Karma Sonam Thakuri, 20, a representative of Link Tree Pvt Ltd, Thaiba, Lalitpur.
About the work environment Thakuri says, “The environment here is truly good and people are really friendly.” These centers have their staff split into teams which compete against each other to sell the products as much as possible. There is also a personal bonus scheme to motivate the candidates to sell more.
Thakuri shares that during his training period he was taught to follow the slogan ´Smile when you dial´ and it seems Thakuri is really inspired by the motto of his workplace. “One can have a bright future working here,” he says, adding, “I have to work through late nights these days but I have no problem. I am used to night shifts.”
Kalpana Shrestha, 20, an ex-employee of Ncell Customer Care Center at New Baneshwar says that in the beginning she was not comfortable with her job but later she got accustomed. “I had to stay there till late night, which was pretty stressful but not anymore,” says Shrestha.
Moreover, Shrestha explains that the workers need to be prepared for lots of rules and close supervision. Although these places operate with strict chains of command and divisions of labor, the benefit is that the workers are rarely asked to do anything outside their job description. “Sometimes the calls can become repetitive as well but most often you have enough variety and colorful customers that make your job interesting. The calls tend to be longer, more diverse, which make the work more engaging,” Shrestha elaborates.
Shrestha now has changed her department and works as a receptionist of operation and support system of the same office. “I am happy to have this profession,” smiles Shrestha.
Although some are happy with their work, there are also those who seem stressed and feel the need of pay increment. Call centers have hectic hours of work, some up to 10 hours. A staff of Radiant Technology at Tutepani, Satdobato who did not wish to disclose his name said that he is working because he wants to be independent.
“I work there from 8pm to 5am. So, I think I need to be paid more,” he lamented.
Many call center employees complain of emotional problems like stress, depression, and relationship troubles. Their working hours hardly give them anytime to interact with their families or friends.
There have also been cases where an individual´s whole personality has changed within few months. All this can have serious impact on their personal lives. Most of the time the workers are reluctant to report their problems since it means loss of job or no promotion.
Nevertheless, there are also those who take this opportunity as an opportunity to improve their English language, develop communication skills and build confidence.
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